7 Strategies for Responding to a Negative Website Review

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You’ve received some sensitive feedback from your customer. Now, how do you respond to a negative review on your website? First of all, it’s essential to be aware that all criticism can be constructive, as long as you know how to absorb and deal with it. At the same time, even negative perceptions can pave the way for closer relationships with your customers. But where do you start?

What are the pillars for responding to a negative review on the website?
There are several strategies for off page seo service communicating perfectly in times of crisis. The essence of all of them is empathy. Therefore, all your actions should be based on the exercise of seeing yourself as a customer. However, if this practice is still a challenge for you, we suggest studying the empathy map. In addition, delving deeper into Customer Success techniques (translated as “customer success”) also helps a lot.

Check out the main customer service precautions and better deal with negative reviews on the website:




1. Keep your balance
Of course, no one wants to receive a negative review on their website, but it can happen. To solve the problem, first of all, keep your balance. At first, the customer's words and tone can be scary. But stay calm and look at the situation as rationally as possible, so it will be easier to take the next steps.

2. Read carefully and identify critical points
Read and fully understand the entire message. Then, write down the main problematic points. Identifying the most critical facts helps you find solutions and, most importantly, avoid other problems of the same nature.

3. Always say thank you and show that feedback is welcome
After carefully considering the feedback, it’s time to respond. First of all, it’s always worth thanking the customer for their comment. Also, make it clear that opinions are essential for your brand , as they help to point out new ways for improvement.

4. Use human and sensitive language
When responding to a negative review on the website, don't use ready-made messages that you simply copy and paste to several customers. The ideal is to show yourself to be approachable, attentive, sensitive and willing to listen and solve problems.

An example is to write: “Hello, so-and-so. Thank you very much for your review, it is always important for our brand. We are sorry that your experience was not the best. More than that, we understand your needs and we will solve the impasses.”